Lead Service Designer — Hybrid, AI-Driven Digital CX

Sky; Essex; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading media and entertainment brand in the UK is seeking a Lead Service Designer to own the design of world-class customer journeys and service models. This role involves leading service design efforts across Agile teams, collaborating with cross-functional leaders, and driving the adoption of service design strategies. Candidates should have a proven track record in service design with strong skills in journey mapping and stakeholder engagement. The position offers a hybrid working model, requiring 3 days in the office per week.

Benefits

Generous pension package

Private healthcare

Discounted mobile and broadband

Exclusive Sky Q offers

Access to various on-campus facilities

Qualifications

• Track record of leading service design and delivering impactful outcomes.
• Mastery in accessibility and user research methods.
• Strong storytelling and stakeholder influence.

Responsibilities

• Lead service design across Agile teams.
• Drive strategic service design aligned with business goals.
• Define end-to-end strategies and experience principles.

Skills

Journey mapping

Service blueprinting

Stakeholder mapping

Workshop facilitation

Systems thinking

User research methods

Analytics tools

Tools

Usertesting

Adobe Analytics

Job description

A leading media and entertainment brand in the UK is seeking a Lead Service Designer to own the design of world-class customer journeys and service models. This role involves leading service design efforts across Agile teams, collaborating with cross-functional leaders, and driving the adoption of service design strategies. Candidates should have a proven track record in service design with strong skills in journey mapping and stakeholder engagement. The position offers a hybrid working model, requiring 3 days in the office per week.